Making banking easier: A closer look at our evolving mobile app
The many features introduced over the past couple of years have made our mobile app a one-stop shop for all financial needs of our customers, making banking more convenient than ever.
In October, a new feature called Save the Change became available in the mobile app. Its aim: helping customers build stronger saving habits. Every time a card purchase is made, the amount is rounded up to the nearest euro, and the difference is transferred to the user’s savings account. For example, if a customer pays €1.45 for a product, the payment will be rounded up to €2.00, and the remaining €0.55 will be automatically transferred to their dedicated savings account.
Easy to activate through the mobile app, Save the Change has already become widely used among customers.
A similar feature designed to support saving, Save the Goal, has also been introduced this year. It invites customers to set a personal goal — such as buying a new mobile phone or planning a weekend trip — and to transfer a selected amount toward that goal at a chosen frequency. By breaking larger objectives into small contributions, the feature helps customers stay consistent and motivated.
Both of these features are only a few of the additions recently brought to the mobile app, which has evolved far beyond a simple place to check balances or make quick transfers. Today, it has become a true one-stop shop for all banking needs.
The overall enhancement of the mobile app is in line with the bank’s digital transformation strategy, which aims to integrate innovation and offer fully digital banking journeys.
As product owner Andi Shkololli explains, the continuous improvements in the mobile app reflect the bank’s commitment to building digital products that customers can rely on every day.
“Our aim is to make the mobile app the first place customers turn to for any financial need. Every update is a step toward a banking experience that is faster, simpler, and more intuitive,” he says.
Expanding features
Beyond savings features, several other upgrades have strengthened the app’s position as a preferred banking channel for customers.
Among the most notable innovations is RAIA, the first GPT-powered chatbot in Kosova’s banking market. Initially launched within the mobile app and now also available on the bank’s website, RAIA provides instant, personalized support around the clock. Whether customers need information about products or services, RAIA offers fast and reliable answers, making the banking experience smoother.
Another area where the mobile app has made a noticeable difference is in handling services that traditionally required a visit to the branch.
Customers can now manage many of these needs from the comfort of their homes, even when it comes to more complex processes such as applying for a loan. While the option to apply for personal loans through the app has been available for some time, an important enhancement was introduced in November: the loan limit was increased to €35,000.
This upgrade further strengthens the bank’s digital lending offer, allowing customers to complete the entire process fully online: from application to contract signing with the digital signature, a feature first introduced in Kosovo’s banking sector by our bank in 2024.
In addition to these developments, the app has continued to expand its range of practical, everyday services. Customers now have the option to pay their monthly electricity bills simply by scanning the QR code on the invoice, turning a routine task into a quick, effortless action. Mobile phone top-ups can also be completed instantly, along with other municipal bill payments.
Other features include KUIK, a feature allows clients to make transfers of up to 500 EUR per day via their phone number. All that is required is to choose the amount and select the contact number that you want to send money to. Another practical option is the Card2Card feature, which allows to transfer money to VISA cards, both locally and internationally, within minutes. Fast money transfers are available 24/7, and every transaction is secured through 3D Secure technology.
Likewise, during this year, a fully redesigned home dashboard was introduced, which provides customers with quicker access to key account information and a more intuitive layout tailored to their everyday needs. The updated design enables users to navigate their finances with greater confidence and reduces the time required to complete their most frequent tasks.
To support these services, the app also delivers real-time notifications that keep users informed about new products, special offers, and even cybersecurity tips. This ongoing flow of information ensures that customers remain aware, protected, and engaged as they manage their day-to-day finances.
Andi Shkollolli notes: “The work on the mobile app never really stops. Customer needs keep evolving, and our goal is to stay ahead by building digital solutions that feel helpful and reliable.”
Innovation and digitalization have been key priorities for the bank in recent years, supported by strong engagement from colleagues across the organization.
Initiatives such as the Fridays for Innovation program encouraged teams to develop new concepts, many of which will be transformed into real digital solutions throughout 2026.
This collective effort has also been recognized externally. The bank received several prestigious awards for its progress in digital transformation, including being named Kosovo’s Best Digital Bank by the Euromoney Awards, an achievement that reflects both the hard work of our teams and the bank’s commitment to continuous innovation.
“We’re all excited about what the future will bring to our digital transformation and the mobile app’s further development,” Shkololli says.
[This article was originally published in December 2025 as part of the fifth edition of the bank’s newsletter, RaiMagazine.]